Customer Support Specialist - Remote (Canada, Atlantic Time Zone)

About Resource Guru

Resource Guru is an easy-to-use scheduling platform designed to boost team efficiency, resource utilization, and project profitability while supporting a healthy work-life balance. Trusted worldwide by over 100 countries including agencies like Publicis and household names such as NASA and the NHS, Resource Guru helps organizations manage their most valuable asset—their people's time. Our small, fully remote team collaborates primarily via Slack and occasionally meets up for planning and celebrations.

Role Overview

We seek a Customer Support Specialist to provide prompt, clear, and thoughtful support primarily through email, assisting customers with their questions, troubleshooting issues, and ensuring an outstanding experience with Resource Guru. This position involves close collaboration with a Senior Customer Support Specialist and the product and engineering teams to resolve bugs and feature requests, making support integral to product improvement.

Key Responsibilities

• Gain comprehensive knowledge of Resource Guru's product and how customers use it during the initial months.
• Address customer inquiries related to product usage, account setup, billing, troubleshooting, and general assistance, mainly via email, with occasional phone or video support when necessary.
• Methodically investigate customer issues, asking clarifying questions, verifying settings, reproducing problems, and escalating bugs with detailed documentation to engineering.
• Collaborate with the wider Resource Guru team to resolve issues and ensure valuable customer feedback is shared with Product and Engineering.
• Maintain and update Help Centre articles, create new support content, record simple tutorials, and recommend improvements based on recurring customer questions.
• Utilize support tools such as Front, Recurly, Customer.io, HubSpot, and other internal systems for managing customer communication and account information.
• Provide support that is not only accurate and efficient but also empathetic, warm, and personalized to ensure customers feel valued and heard.

Candidate Profile

• Possess 1-3 years of online customer support experience, preferably within B2B SaaS or related software companies.
• Demonstrate excellent command of written and spoken English with clear, simple, and friendly communication skills.
• Exhibit a calm, patient, and empathetic approach while addressing customer needs.
• Pay close attention to detail, particularly with billing, accounts, and technical queries.
• Adopt a practical mindset for troubleshooting and problem-solving.
• Be comfortable learning new software tools and understanding how web applications function.
• Possess a basic understanding of technical concepts such as browsers, cache, cookies, internet connections, and permissions.
• Work effectively and independently in a remote team environment, managing time efficiently.
• Approach collaboration with a conscientious attitude, sharing constructive customer feedback with cross-functional teams.
• Communicate clearly and concisely in asynchronous written formats.

Additional Preferences

• Experience supporting SaaS products, billing, subscriptions, or invoice-related queries.
• Background writing help center content or customer guides.
• Familiarity with support platforms like Front, Intercom, Zendesk, or HubSpot.
• Experience working remotely and supporting customers across multiple time zones, especially APAC.
• Comfortable creating short customer help videos or walkthroughs.
• Ability to leverage AI tools to enhance support quality and productivity.

Working Hours & Location

This remote position is open to candidates based in the UK or Canada, specifically within the Atlantic Time Zone, requiring regular overlap with the UK team for training and collaboration. Applicants should specify their location and expected working hours.

Benefits and Compensation

• Competitive salary: £30,000-£35,000 GBP (UK) or CAD $48,000-$57,000 (Canada).
• Share options to become part-owner of the company.
• Work from anywhere; coworking spaces provided if needed.
• Thirty days paid vacation plus company holiday from December 24 to January 1.
• Birthday and house move days off.
• Flexible working hours.
• Annual training and conference budget of £3,000.
• Home office equipment allowance of £1,000 upon joining and then every three years.
• Budget for traveling to meet local or international colleagues.
• Monthly health and wellbeing allowance of £100.
• Pension contributions.
• International team gatherings in various locations worldwide to foster connection and teamwork.

Recruitment Process

• An introductory video call with the Talent/People Operations team to discuss company culture and teamwork.
• A detailed conversation with the Senior Customer Support Specialist to evaluate your support experience, communication, troubleshooting skills, and experience with billing or invoices.
• An interview with one of the cofounders focusing on role-specific questions and candidate queries.
• Reference checks prior to the offer.